Director, Scaled Operations

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Not specified

The Scaled Operations team at Discord is responsible for reactive policy enforcement, quality assurance, appeals processing, data analysis, agent training, model application, and cross-functional safety initiatives. As Discord grows, the team will scale to manage these functions, designing better processes and supporting a team of problem-solvers. Reporting to the VP, Trust & Safety, the role involves championing the team, managing relationships with outsourcing partners, collaborating with product and engineering, implementing operational procedures, handling escalations, developing training, and representing overall Trust & Safety efforts. This is a leadership role focused on developing and executing strategies for platform integrity and user safety, while fostering an empowered and healthy team.

Responsibilities

• Lead the Scaled Operations team (including outsourcing, appeals, quality assurance, data analysis, and learning & implementation teams) to ensure their growth, set high standards, and maintain cross-functional alignment.
• Develop and implement a durable strategy for scaling the team to respond to increasing volumes of policy violations, user appeals, quality assurance, and external events.
• Transition seamlessly between technical details and the big picture to identify critical areas for tooling and process improvements, collaborating across functions to find solutions and project-manage implementation.
• Represent the team’s efforts to leadership, internal stakeholders, regulators, civil society, and external partners.
• Champion and advocate for the team, ensuring their growth and wellness needs are met and empowering them to do their best work.

Requirements

• 8+ years of experience building and managing a sophisticated Trust & Safety function at a technology company.
• Experience managing a team in a hyper-growth environment.
• Experience briefing senior decision-makers and publicly representing work to civil society and partners.
• Subject matter expertise in scaling operational systems across global teams, with bonus points for enforcement-based experience.
• Familiarity with Business Process Outsourcing (BPO).

Application Instructions

• Not specified in the provided text.

Company Information

Discord is used by over 200 million people every month for various reasons, with 90% of users playing games and spending 1.5 billion hours playing thousands of titles each month. Discord plays a significant role in the future of gaming.